Club World Casino - Refusal to pay my winnings...

I am hesitant to file this complaint because I really enjoy playing slots at Club World Casino, but I feel I was jipped out of my winnings, and this may be the only way for resolution.

I've been gambling with Club World for several months now - and I've made many deposits but no withdrawals until now. I recently won $259 using a $25 coupon with 10x max payout. My withdrawal attempt was declined for various reasons. First they needed verbal confirmation from my mom since I had used a card in her name in the past (so my mom and I completed their request). Next, my card wouldn't accept deposits - so I gave a list of my other cards in hopes to find one that works. I asked about having a check mailed but was told I couldn't because the amount was under the required minimum of $350. In the mean time, I continued to gamble and made deposits totaling $270. I was still trying to cash out the original $250 to verify that I can actually cash out my winnings - because what's the point of depositing hundreds of dollars to gamble with no chance of ever cashing out. Well, yesterday the withdrawal attempt was declined again and $234 was refunded as my balance. They deducted the $25 for the original bonus. I thought that since they took back their original $25, the money was now mine to do as I wish.

I figured the only way to ever cash in was to win more than $350 so I could have a check mailed to me. After losing almost all, I surprisingly hit the random jackpot for over $1000. It was incredible, and I just kept getting lucky after that! I decided to be smart and ended up cashing in at $2500 (requesting a check).

Well, this morning I had an email saying Club World couldn't verify any of my cards because they needed 6 digits rather than the 5 they originally told me. I was frustrated and decided to call Club World. I told the representative about my winfall. She put me on hold for quite some time to talk to a cashier, and came back to tell me she had bad news and good news. The bad news was that I wasn't entitled to the $2500 because it fell under the "bonus" terms. The good news was that i was entitled to $225 and they would send me a check.

I explained I didn't think it was still under the bonus terms because they already took back their original $25. She again checked with the cashier and said that was not the case. I asked to speak to a manager, and she said she was a manager. I told her they might as well remove all the excess money if it was good for nothing. I later received an email stating that $225 was approved for payment and sent out - it wasn't $250 because they took $25 for a check processing fee.

I have thought about this all day, and the more i think about it, the more upset I get. I feel that Club World truly owes me the full $2500. I do not feel I was still under the bonus terms because they declined my withdrawal request twice and deducted the original bonus amount from the amount they returned to me. In addition, I deposited more than $250 while attempting to cash that in.

I feel that Club World is being dishonest. It's even more upsetting because I love playing at Club World, and if this hadn't happened, I would continue to be a loyal customer for years to come.

I have just checked out your account and I can see that you managed to win from a bonus which had a maximum cash out of $250. At this point you requested a cash out to your card, unfortunately due to processing we could not make payment to this card so the money was placed back in your account and you were emailed.

You then continued to play and won $2000+ unfortunately this could not be cashed out because the terms do state that the maximum cash out was 10x ($250 in this case).

This term has been in place since you signed up and it has never been changed, you have had countless bonuses so I would be very surprised if you didn't know this.

The withdrawal was processed via Check on the 14th for the amount of $250, there will be a fee of $25 for processing so you will receive $225. All checks under $700 are charged a fee of $25, anything over is free of charge.

I am fully aware of the bonus terms, but my withdrawal attempt was declined twice, and when you put the money back in to my account, you withheld the $25 for the original bonus. At that point I believed the bonus terms had ended and the $234 was mine to gamble as I pleased - because you kept the original bonus amount. Why was only $234 returned? Did you not keep the original bonus amount? And if you did, wouldn't that end the bonus terms?

In addition, I deposited and lost $270 while waiting for the withdrawal during that weeks time period. At what point do you differentiate what money was mine and what was under the bonus terms when I deposited more than I was even trying to cash out?

You say you'd be surprised if I wasn't aware of the bonus terms because I've had countless bonuses. Yes I have had countless bonuses, but have never had success cashing out - so I wasn't aware of the struggle cashing out would be.

Hi, I would like to close this complaint - please notify Club World. I received my check for $225 today and am very pleased with that. I can understand the logic behind what Stephen said, and next time I will pay closer attention to the bonus terms. Club World has been very generous offering bonuses, and it's great to know they are legit! I love playing at Club World and looking forward to hitting a jackpot for real! Thank you for your time!

AskGamblers

posted on October 20, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.